Disgruntled Cell C Customer

<p>I purchased my brand new Samsung S7 in July 2016 on a 24 month contract at Cell C. I was so thrilled to finally have the top of the range phone after upgrading from a Samsung S4. However, my joy slowly started to fade when my S7 started giving me problems in December 2016. it would freeze for no reason, over heat and hang on me. I didnt find it that serious as it would only happen once or twice and then my phone would be okay again. I had given my S4 to my mother to use so even if I wanted to send my phone in for repairs, it was at a crucial stage that I needed it for communication purposes and did not have a back up phone. However, towards the end of April 2017 the problem got so bad that my phone crashed completely. i eventually got my phone from my mom and took my S7 in for repairs. </p> <p> </p> <p>My phone was away for a week when I received an sms from Cell C (09/05/2017) stating that my device has been allocated to a technician for an assessment. I then received another sms on the 10/05/2017 stating that the assessment on my device has been completed and has been approved under CPA. Having absolutely no idea what this meant, I went to Cell C Highveld Mall for assisstance (where I handed my phone in). They logged on to the system and gave me the following shocking news...</p> <p> </p> <p>The technicians are unable to repair my phone (they cannot tell me why) and I can select a new phone to the value of R10 800.00 now. For the average person that would seem fantastic. However, considering the initial payment for my S7 was R14499.00 and it was in perfect condition to the day of repairs, having only a selection of R10800.00 is not satisfactory at all. That would mean, for me to be able to get a new phone and not having to pay in anything, I would need to down grade my current phone. why on earth would I want to pay so much money for a contract and then go back to a low graded phone?</p> <p>Therefore, I made the following proposal to the consultant... Would I be able to take the R10 800 and buy out my contract so that I could then take a new one out at another service provider? the answer I received was no. </p> <p> </p> <p>so... what Cell C is actually doing is making me carry on with an expensive contract and forcing me to down grade to a cheeper phone? How is it at all possible for a person to pay in over R5000 to get a decent phone? I was provided with 2 price lists... each one had different prices for the various phones. The lists I then realized were 2 out dated lists. I then opted for the Iphone 6 plus and the consultant once again gave me bad news stating that I would not be able to get one as they are no longer being made available and are being phased out... so then why on earth is there one on display with the option to have it on contract or purchase it cash? Is that not misleading the customer and building up false hope? </p> <p> </p> <p>I am extremely unsatisfied with the options given to me as I feel I was not the cause of my cell phone becoming damaged and now I have to suffer for it? </p> <p> </p> <p>There MUST be a way that I can get a decent phone that is either better or on the same standard as the S7 WITHOUT needing to pay in any excessive amounts or be able to take that money and opt out of my contract so that I can get a new contract with a service provider that understands my needs and is willing to help me. </p> <p> </p> <p> </p>